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Telephone sales training courses will remind you that telesales training is a path full of potential bumps and potholes but remember that there is always a rainbow in that puddle.
Customers do not want to feel as though they are being sold, they want to feel as though they are being served. On an average day a person is met by over 2,300 adverts for the next big thing so it is no wonder that when it comes to sales a customer could be numb and unresponsive.
Trainers in telephone sales training courses will encourage, but also make you aware that as a telesales representative there may be a lot going on this persons life and if they are unresponsive do not take it personally.
There are a number of psychological reasons why a person will successfully achieve their telesales and personal goals. These steps are clearly covered on good telephone sales training courses. Below are 7 key steps to follow to effectively achieve your goals after attending telesales training.
1. Get Their Attention. Be mind full of the first few seconds of the call as this will determine whether they will take the time to speak with you. Simply begin by explaining who you are, your company and what the customer can benefit from you. Telephone sales training courses will tell you that this is a vital and effective step as customers need a clear reason to take time from their busy schedule. As mentioned on a recent telesales training course the key is to use the method W.I.I.F.M. What's in it for me
If the customer can not find a what's in it for them they will not be inclined to give you the time you need on the telesales call.
2. These seconds are a moment of curiosity in the customers mind so make the benefit powerful enough to measure their interests.
3. Build Credibility and Trust. On telephone sales training courses people often ask how the customer is going to trust a stranger over the phone. The fact is they are either unconsciously or consciously asking questions like how do I know I am not being conned or that can you be trusted. Be brief and to the point that you are a well respected company with a great track record and you are not trying to separate them from their money.
4. State Purpose. You want to see whether their needs match those that your product could provide. An important tactic to remember is to forget selling and concentrate in serving. Put their needs above yours.
5. Gather Information. Keep in mind that everyone is not suitable to your product or service. To find out if they are simply ask questions about their current product supply. These questions show your interest whilst adding to their subconscious desire to feel valued and appreciated.
6. Agree on need. This is a psychological benchmark, a moment of truth. If you do not agree on the needs it will fall through however if you do agree on the needs it will open the mind so that it is receptive to hear what you can do for them. A tool used at this step in telephone sales training is to summarise in 2 short sentences.
7. Solution to Problem. This is the sign post ahead that lets you know you are getting closer to achieving your goal and your customer's satisfaction. It is known in telesales sales training courses that we tend to buy things that we do not need because we want it. The distinction between want and need is logical and emotional. After you buy something you want you will receive feelings of security, ownership or peace of mind, this gives them a feeling of reward. Tailor the product to meet their needs then inform them of the benefit that will give them this rewarded feeling.
8. Close. You need to build the value of the product or service first before you discuss the prices. Imagine a scale in the customers mind, put money and considerations on one side and value of the solution on the other. Now summarise all they will receive. Describe the product positively and comfortingly.
Telephone sales training courses often ask you to imagine a car ad for example. The ads will bring up security, family times, love and happiness. This is tailoring to the emotional needs of the customer, pulling at the heart strings rather than their minds. Believe me it works.
Source: Frank O Toole link